My Customer Experience System

Workbook

Name: ______Date: ______

Your CX System Workbook

This workbook is for you to plan and track how you bring value to your customer and deliver an exceptional customer experience for your customers. With this information, you can incorporate the Five-S Model into your business and create a great customer experience that will delight your customers, exceed their expectations, increase your repeats and referrals, and make you their agent of choice!

system / noun sys•tem \ˈsis-təm\
: a group of related parts that move or work together
standard / noun stan•dard \ˈstan-dərd\: a level of quality, achievement, etc., that is considered acceptable or desirable
standards : ideas about morally correct and acceptable behavior
: something that is very good and that is used to make judgments about the quality of other things

My CX System: Know Thy Customer

Chapter 1

My CX System: Know Thyself

Chapter 1

Top real estate agents always have a clear understanding on why they should be hired.

My CX System:SET

Chapter 2

How will I set and exceed expectations for my customer in each step of the CX Lifecycle?

Buyer / Set Expectations / Exceed Expectations
1 / Needs analysis
2 / Prequalification or preapproval
3 / Neighborhood information
4 / Home search
5 / Making an offer
6 / Negotiating to buy
7 / Vendor coordination
8 / Pre-close preparation
9 / Closing
10 / Post-closing
Seller / Set Expectations / Exceed Expectations
1 / Needs analysis
2 / Pricing strategy
3 / Property preparation
4 / Marketing strategy
5 / Receiving an offer
6 / Negotiating a sell
7 / Selling
8 / Pre-close preparation
9 / Closing
10 / Post-closing

My CX System:SERVE

Chapter 3

How will I ensure that I do what I say and do it well?

General Standards
1 / 6
2 / 7
3 / 8
4 / 9
5 / 10
Communication Standards
1 / 5
2 / 6
3 / 7
4 / 8
Mindset and Image Standards
1 / 3
2 / 4
Technology Standards
1 / 4
2 / 5
3 / 6
Standards for Vendors
1 / 3
2 / 4
Standards for Teams
1 / 4
2 / 5
3 / 6

My CX System:SURVEY

Chapter 4

How and when will I check in with my customer?

q Call and ask ______(when/how often).

q Ask them to complete a survey ______(when).

What questions would you like answers to?

1. ______

2. ______

3. ______

4. ______

5. ______

q Ask for a testimonial ______(when).

What will you do with the testimonial?

Put on website ______(when).

Put on social media ______(when).

Put on marketing collateral ______(when).

q Ask them to post on social media/Yelp ______(when).

q Ask for referrals ______(when/how often).

How will I track referrals? ______

How will I reward for referrals? ______

What resources am I currently lacking to put these survey steps in place?

______

Who will I get help from to get these completed?

______

My CX System:

Chapter 5

How will I …

§ Continue to enhance my customer’s experience and bring unexpected value to them?
______

§ Always prepare customers for what comes next?
______

§ Do unexpected things in unexpected ways?
______

§ +1 Factor—do one unique and special thing?
______

You do not have to do ten phenomenal things. One delightful or surprising thing should almost always be memorable.

My CX System:

Chapter 6

The customer experience does not end at closing, so how can I stay relevant in the customer’s mind?

List opportunities for sustaining the relationship with my customer:

1. ______

2. ______

3. ______

4. ______

5. ______

Top of mind / : foremost in one’s thoughts; of greatest concern or priority.

The sky is the limit!